New furnace and air conditioner
The salesman sold me a furnace and A/C to replace my old units. Price included 3 new registers, condensate pump and retain existing thermostat (better than the one they were offering). Asked for a quote on a tankless water heater and got one from a guy on site after he called his office. Then the office sales guy told me the price I was given was no good and had to go up. He made it very clear he was doing me a favour by even quoting on it. Went with [competitors name removed - ed] instead for the tankless water heater (and very happy with [competitor's name removed -ed]). Installation of furnace had problems that were unresolved for several months after repeated phone calls. I finally just didn't pay the bill and finally got someone out to the house. They also quoted me "a couple hundred dollars" for some additional duct work on site. I said yes and then got a bill for $1000 extra. I refused to pay it (paid them the $200 they quoted me). Installer took off my existing thermostat even though the order said not to - I told him to put it back and it hasn't worked right since (it was one year old). They put in 2 registers instead of the 3 quoted and didn't hook up the condensate pump. Had to call repeatedly to get that done as well.
Dealing with Laird and Son was painful. Never again.
- Approximate cost of services:
- $10,000.00
- Company Response
I understand this customers frustrations but would also like to comment.
1) When our quote was offered the extent of the duct changes were minimal. Once we were on site we were asked to do more work than was covered in the quote. We offered to do this on a time and materials basis. It was a very busy time making it difficult to schedule the extra time.
2) There were other contractors working in the same area. Thus, our work was delayed waiting for the other work to be finished. This subsequently led to the scheduling being affected.
3) The agreement for extra charges was misconstrued. We absorbed the extra costs not anticipated by the customer.The customer raised many issues. We attemped to resolve all of them.